Human Capital Generalist


Human Capital Generalists are the front-line resource for handling all employee relations and policy questions and concerns within an assigned business group or functional unit. The HR Generalist partners closely with our internal COE's, compliance and investigation team, and legal teams to ensure that employee relations matters are addressed appropriately.
Key Performance Objectives
  • Resolve most employee relations issues within 48 hours. Respond personally to all employee relations inquiries within 24 hours. Fully understand each individual's situation and take appropriate actions quickly. For issues that cannot be resolved quickly, set realistic expectations about the processes to be followed and timeframes for resolving each issue. Communicate clearly and openly with all employees. (Empathy, knowledge of applicable local laws and regulations, fairness, ownership)
  • Ensure compliance with all local human resources laws and regulations. This includes, but is not limited to, harassment, hostile work environment, labor laws, and any other adverse impact laws. Train service delivery leaders to understand TTEC's obligations and corporate policies with respect to working with employees so they can become confident in their dealings with employees. (Specific knowledge of local laws and regulations, judgment, coaching and training, accountability)
  • Serve as the primary POC for site closures and ramp downs. Partner with the legal team to facilitate required steps for Reductions in Force. This includes initial analysis of employee selection, risk mitigation planning, severance calculations, communication to leaders and employees, and facilitation of system offboarding. (Specific knowledge of local laws and regulations, communication skills, detail orientation.)
  • Conduct confidential investigations into employee performance, harassment complaints, and potential termination actions. HC Senior Generalists will partner with our compliance and investigation COE to gather information, interview relevant individuals, analyze data, and prepare legally sound documentation to support all personnel and termination actions. Recommend a course of action based on the facts and coach service delivery leaders through the implementation of each action. Minimize risk and exposure for TTEC by maintaining a fair, legally sound, fully documented, and unbiased approach when conducting investigations and implementing actions. (Data analysis, interviewing, risk assessment, coaching)
  • Ensure the timely and accurate update of employee data in the Oracle database to ensure appropriate administration of employee benefits, payroll, and programs. Help employees troubleshoot problems and understand how to make changes in the system to accurately reflect employee information. Periodically run, create, and analyze reports to share information with service delivery leaders. (Knowledge of Oracle, promptness, follow-up)
  • Administer special programs. This may include acting as program administrator for incentive programs, pilot programs, or any special benefits programs. This includes creating reports, analyzing and creating spreadsheets, and calculating ROI. (Analysis, reporting, attention to detail)

  • Basic Qualifications
  • Strong knowledge of local employment laws and regulations
  • Bilingual language skills in English and French required
  • Open, honest, and empathetic manner when dealing with people
  • Strong attention to detail and desire to follow procedures
  • High customer service orientation
  • Working knowledge of database applications such as Oracle and MS Office, or ability to learn technology quickly
  • High level of integrity, honesty, and judgment
  • Trusted advisor to leaders and employees in challenging situations
  • 2-5 years of experience at Generalist level

  • Preferred
  • Process improvement certification (white belt or above)
  • Previous call center recruiting experience
  • Previous experience supporting 400+ employee population

  • #LI-BR1
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    About TTEC

    At TTEC, you can enjoy a fast-paced career that offers exciting professional development and career growth opportunities. Our dynamic and inclusive culture is based on a set of values that guide our relationships with clients, their customers, and each other. Founded in 1982 and with more than 49,000 employees operating across six continents, we use a blend of technology and humanity to help clients provide a great experience to their customers, build customer loyalty, and grow their business. Together, our two divisions (TTEC Digital and TTEC Engage) help brands make every interaction they have with a customer—whether it's face-to-face, online, over the phone, on social media, or via a mobile app—simple, personal and exceptional!
    Now, how cool is that? Not only will you have the chance to create amazing experiences for yourself, you'll get to help create them for others. So jump on board, join our journey, and take your career amazing places along the way! 

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